When a customer enters a large truck service facility, the service writer is usually the first and often the only person he or she speaks to. A good service writer should have a thorough understanding of truck chassis technology and of how the shop facilities are organized.
A key attribute is the ability to communicate with people in a friendly manner. In many operations, the service writer will key-in or write the repair order and direct the truck to the appropriate area of the shop for repair. The ability to understand a customer problem and then express it clearly in the shop information systems is critical for a service writer.